Customer Service Representative

Antoinette Troutman

404-***-**** *********************@*****.*** Jonesboro, GA 30238

SUMMARY

Flexible Lead Customer Service Representative with over 5 years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.

SKILLS

Fast Learner Upbeat and Positive Personality

Customer Service Efficient and Detail-Oriented

Multitasking and Prioritization Creative Problem Solving

Attention to Detail Building Customer Trust and Loyalty

EXPERIENCE

Inbound Supervisor, GXO Logistics, November 2020-Current

Maintaining records of incoming shipment to keep track of inventory levels and customer orders.

Communicate with clients to ensure receipts are received in a timely manner.

Inspect incoming merchandise for damages, correct order and verify quantity before stocking.

Monitor and lead the team to meet KPIs (Dock to Stock).

Ensure that receiving and stocking activities are meeting operational needs.

Lead Customer Service Advocate, GXO Logistics, August 2017-November 2020

Fairburn, GA

Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.

Trained new employees on company customer service policies and service level standards. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.

Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Directed inbound calls in phone queues to improve call flow.

Help Desk Support Specialist, Global Solution Supply Chain, February 2015-August 2017

Montgomery, AL

Assisted customers with instructional support and product troubleshooting.

Opened service tickets for clients, documenting user information and description of problem.

Supported customers with password resets and account customization.

Resolved Level 1 technical issues with software, hardware and peripherals.

Fielded help desk customer questions and fulfilled requests.

Documented issues in bug tracking system for reporting.

Recorded complaints, product deficiencies, returned orders and other customer documentation in system.

Initiated shipments to send equipment to clients and tracked return shipments.

Customer Service Representative, LTI Boyd, May 2014-February 2017

Fairburn, GA

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Upheld quality control policies and procedures to increase customer satisfaction.

EDUCATION AND TRAINING

Associate of Applied Science

Business Technology, West Georgia Technical College, Waco, GA May 2022

High School Diploma

East Coweta High, Sharpsburg, GA May 2014

CERTIFICATIONS

Administrative Support Assistant

Microsoft Office Application Professional

Microsoft Excel Application User

Microsoft Word Applicant User

Contact this candidate